Couselling skills Managers couselling in organisations counselling in workplace Types of counselling Approaches to counselling Verbalnd non verbalskills for counsellors

1. EC H07 Counselling Skills For
Managers
Ligo Koshy
Assistant Professor
Department of Management Studies
MACFAST, Tiruvalla

2. Introduction to Counselling
One in five of the working population ( approximately 20 percent of the total
working population ) suffers some form of mental illness
Some 90million working days are lost each year as a result of mental illness
Over half of the employees felt that emotional/ personal problems and stress
are the true reasons for their being absent from work
Adapted from the statistics documented by O’Leary , Cartwright and cooper on
mental illness in the workplace
Between 30 to 40 percent of all sickness at work is reported due to mental
illness or emotional stress
Approximately 20 percent of any workforce is affected by personal problems ,
which adversely affect their working performance
Alcohol abuse by employees to bust stress also pose a problem for the
organisation as it adversely affect its progress

3. Module-1
Module 1: Introduction to Counselling
Meaning, Functions and Type of Counselling,
Goals of Counselling Emergence and Growth of
Counselling Services; Approaches to counselling
,Counselling Skills, Verbal & Non- Verbal
communication, Listening Barriers, Counsellor
Qualities

4. Module-2
Module 2: Counseling Process
Beginning, Developing and terminating a
Counseling Relationship and follow up –
Counseling Procedures, The Counseling
Environment, Intake, Referral procedures,
Guidelines for Effective Counseling

5. Module-3
Module 3: Counselor’s Attitude & Skills for
Counselors
Counselors – Client Relationship –
Understanding Client’s Behavior – Assessing
Clients problems – Counseling Therapies- Insight
Oriented Therapy. Behavior Therapy

6. Module-4
Module 4: Selecting Counseling Strategies &
Interventions
Adaptive strategies – Changing Behavior through
Counseling In the Educational Settings – Special
Areas in Counseling – Handling Situations of
Strikes, Disputes through Counseling

7. Module-5
Module 5: Special Problems in Counseling
Need of Counseling Cell in the Organization,
Application of Counseling to Organizational
situations with a focus on Performance
counseling. Organizational Application of
Counseling Skills in Change management,
Downsizing, Mentoring and Team Management
/ Conflict Resolution.

8. Recommended Books
• 1. Kavita Singh – Counseling Skill for Managers,
Pears Education,2007.
• 2. Robert S Feldman – Understanding
Psychology.,McGraw Hill, 2007.
• 3. Narayan Rao S. – Counselling & Guidance, Tata
McGrew Hill, 1997.
• 4.JeffreyKotter A. – Counselling Theories and
Practices, Cengage Learning, 2011.
• 5. Robert Carson C. – Abnormal Psychology, Tata
McGraw Hill, 2007

9. Need for work place counselling
• The welfare of employees is one of the major responsibilities
of the employers.
• Helps the employees to cope with the changes taking place in
organisations.(downsizing, layoff, mergers, acquisitions,)
• Can be seen as a way of improving mental health of the
troubled persons.
• Psychological and social problems facing by the employees, if
go unnoticed can be costly to an organisation.
• Counselling can be viewed as a preventive service- offering
training and education that prevents mental illness.
• Helps in managing the stress (difficulty in meeting deadlines,
retirement, transfer, career stagnation, family problems) .
• Organisations realising “wholeness” approach towards
employee development (physical, mental, emotional and
social well being).

10. Counselling
• Counselling involves relationship between two
persons in which one of them (counsellor)
attempts to assists the other (counselee or
client) in organizing himself as to attain a
particular form of happiness, adjusting to a life
situation , or in short ,self-actualization.

11. Counselling- Meaning
• Counselling is an interactive process
conjoining the counsellee who needs
assistance and the counsellor who is trained
and educated to give this
assistance(Perez,1965)
• Counselling covers all types of two person
situations in which one person, the client, is
helped to adjust more effectively to himself
and his environment. (Robinson,1950)

12. Counselling- Meaning
• Counselling is an interaction which (1) occurs between
two individuals called counsellor and client,(2) takes
place in a professional setting and (3)is initiated and
maintained to facilitate changes in the behaviour of a
client(Pepinsky, 1954)
• Counselling is defined as a way of relating and
responding to another person so that he/she is helped
to explore his thoughts, feelings and behaviour to
reach a clear self-understanding.(Bramer and
Shostrom, 1977))

13. Counselling -Meaning
• Counselling is a dynamic and purposeful
relationship between two people in which
procedures vary with the nature of the client’s
needs, but in which there is always mutual
participation by the counsellor and the client with
the focus up on self- clarification and self
determination by clients (Wern)
• Davis (1977) “ Counselling is related to a method
of understanding and helping people who are
emotionally upset.

14. Characteristics of Counselling
• The process of counselling is related to two individuals-
the client or the counsellee and the counsellor.
• The counsellor being a trained person, finds out the
problem and its importance in the counsellee's life
through skilful questioning.
• Solution of the problem is arrived through mutual
discussion.
• Counselling focuses on helping the individuals to better
cope up with their problems.
• Counselling is a learning oriented process.
• Counselling is possible in a cordial and cooperative
environment.

15. Functions of Counselling
• Providing needed guidance, assistance, advice.
• Release of emotional tension- “Catharsis”.
• Clarified thinking (Encourage more rational and mature thought).
• Develop confidence/ courage while dealing with difficulties-
(Reassurance)
• Communication- providing information
• Facilitate adjustment.
• Improve the understanding of self.
• Helps in making right choices.
• Reorientation-change in goals, values and mental models.
• Helps in adapting to changes or to a new environment.
• Helps in overall development and to live productive life.
• Optimum development and well-being of individual.
• Contributes to Organisational Development.

16. Goals of counselling
• 5 Major Goals of Counselling
• Facilitating behaviour change in client
• Improving relationships
• Establishing and maintaining relationships by
improving self-image
• Enhancing coping skills
• Promoting Decision making
• Facilitating the client’s Potential and development
• Seeks to maximize an individual’s possible
freedom within the limitations set by himself
and his environment and maximize individual’s
effectiveness by giving him control over his
environment and responses within him.

17. Types of Counselling
• Based on counsellor’s direction
• Directive Counselling ( Counsellor Centered)
• Non- directive Counselling ( Counselle Centered)
• Eclectic Counselling ( Combination of both)
• Based on focus
• Problem- solving counselling
• Interpersonal counselling
• Psychodynamic counselling
• Focuses on client’s past experiences or other
unconscious processes to interpret current behaviour
• Based on Medium
• Face- to-face
• Telephonic
• Online Counselling

18. Directive counselling
• It is also known as prescriptive/ Counsellor-centered/
authoritarian Approach approach of Counselling.
• Advocated by E. G. Williamson.
• Counsellor plays a leading role & uses a variety of techniques
to suggest appropriate solutions to the counselee's problem
by interpreting ,informing, explaining, and advising.
• The counsellor is active & help individuals in making
decisions & finding solution to their problems.
• The counsellor believes that the client have limited capacity
to analyse the situation and take an appropriate decision.

19. Directive counselling
• Advantages of the directive counselling approach
• This approach save time.
• Best method for less matured/ less intelligent client
• Limitations of the directive counselling approach
• It makes the counselee over dependent on the counsellor.
• Sometimes the counsellor lacks correct information
regarding the counsellee, leads wrong counselling.
• It does not guarantee that the counselee will able to solve
the same problem on his own in future.

20. Non-directive Counselling
• Developed by Dr. Carl. B. Rogers.
• It is a counselee-centered /patient-centered/ client-centered
approach.
• It is also known as the permissive counselling approach where
the counselor's role is passive & the counselee’s role is active.
• The counselee makes the final decisions as individuals have full
right to make final decisions for the self & solve their problems.
• The counsellor has to accept the counselee’s capacity to make
adjustment & adapt.

21. Non Directive counselling
• Advantages of nondirective counselling approach
• It is a slow but sure process to make an individual capable of
making adjustments.
• Avoids all laborious & difficult tests.
• It removes emotional block & helps an individual bring repressed
thoughts on a conscious level thereby reducing tension.
• Limitations of nondirective counselling approach
• It is a slow & time-consuming process.
• One cannot rely upon one’s resources, judgment & wisdom as the
patient is immature in making the decision himself.
• It depends too much on the ability & initiative of the patient.
• Sometime difficulty to control pace of the interview discussion.
• It require high degree of motivation in the patient

22. Eclectic Counselling
• Advocated by F.C Throne(1950).
• Eclectic Counselling is a type of counselling which is neither
counsellor centered nor client centered; but a combination of
both( Directive and No-directive Counselling).
• Here the counsellor is neither too active as in directive
counselling nor too passive as in non-directive counselling,
but follows a middle course.
• The counsellor enjoys the freedom to resort to directive &
nondirective counselling methods.
• Counsellor usually starts with directive counselling then
changes to non-directive counselling.

23. Eclectic Counselling
• Advantages of eclectic counselling approach
• It is more cost effective & practical approach.
• It is a more flexible approach of counselling
• Limitations of eclectic counselling approach
• It requires more skilled counselors to handle the
dynamic feature of this counselling approach.

24. Types of Counselling
• Based on counsellor’s direction
• Directive Counselling ( Counsellor Centered)
• Non- directive Counselling ( Counselle Centered)
• Eclectic Counselling ( Combination of both)
• Based on focus
• Problem- solving counselling
• Interpersonal counselling
• Psychodynamic counselling
• Focuses on client’s past experiences or other
unconscious processes to interpret current behaviour
• Based on Medium
• Face- to-face
• Telephonic
• Online Counselling

25. Emergence and growth of Counselling Services
1st stage
Job Placement
Services (1890-1919)
• Career Counselling/ Vocational
counselling in US.
• Loss of jobs in the agricultural sector and
demands for workers in heavy industry.
• Focus on Job Placement
• Innovations in the field of psychology
• Started the use of psychological test/self
assessment in career counselling
2nd Stage
Educational
Guidance in
Schools(1920-1939)
• Economic Depression
• Guidance Movement
• Vocational Guidance in schools
• Increased use of psychological tests
3rd Stage
Training of
counsellors (1940-
1959)
• Focus shifted to colleges.
• Training of professional counsellors
• Counselling and Guidance Training
Institutes were established

26. Emergence and growth of counselling Services
4th Stage
Organisational career
Development(1960-1979)
• High unemployment rate
• Counsellor need to have an
understanding on person’s background
and at the same time occupational
information, vocational guidance etc.
• Career counselling in organisational
settings.
5th stage
Practice Career
Counselling and
outplacement counselling
(1980-1989)
• Shift from industrial to IT age
• Emergence of professional private
practice counsellor & Outplacement
Counsellors
6th Stage
Internationalisation of
career counselling, multi
cultural career counselling
and increasing
sophistication in the use
of technology (1990 to
present)
• Development of specialities with in the
field of counselling
• Increasing use of telephone, internet

27. Approaches to Counselling /
Counselling Techniques
• There are a number of different approaches used by
professional counsellors.
• The main approaches are
• Psychodynamic Approach
• Behavioural Approach
• Humanistic Approach
• Cognitive Approach
• Integrative Approach
• Each of these has a different theory and ideas underpinning it,
and the counsellors using each will approach problems and
issues in different ways.

28. 1) Psychoanalytic Approach to counselling
• Pioneered by Sigmund Freud
• True knowledge of people and their problems is possible
through an understanding of three particular areas of the
human mind.
• The Conscious :
– Things that we are aware of
• The Subconscious:
– Things that are below our conscious awareness but fairly easily accessible.
• The Unconscious:
– This is the area of the mind where memories have been suppressed and is usually very
difficult to access.
• Early part of the childhood is the most important in the
personality development of an individual.
• The problems adult individuals experienced as a problem is
only the result of repressed complexes (which is
unconscious) in his early childhood.

29. Conscious
Unconscious
Superego Preconscious
Id
Ego

30. Psychodynamic Approach to
Counselling
• Freud believed that everybody experiences tension and
conflict between the three elements of their personalities.
• The main goal of psychodynamic counselling, therefore, is to
help people to balance the three elements of their personality
so that neither the Id nor the Superego is dominant.

31. 2) Behaviouristic Approach to Counselling
• All behaviours (adjusted or mal-adjusted) are primarily learnt
in the same manner and can be modifiable by using suitable
learning principles.
• More concerned with the treating present symptoms rather
than diving deep in to the case history of the client.
• Steps involved
• Identify the undesirable/ unwanted/ maladjusted/
maladaptive behaviour.
• Careful analysis of the maladaptive behaviour.
• Elimination of the maladaptive behaviour using
appropriate operand conditioning procedures
(positive, negative, avoidance, punishment).

32. 3) Humanistic Approach or Person-
Centered Counselling
• Carl Rogers is known as the founder of Humanistic/
person- centered approach to counselling.
• Also known as non-directive counselling/ client
centered counselling.
• Human Beings are growth oriented and tend towards
self-actualization.
• Each person has a unique potential for growth and the
task of the counselling is to facilitate the fulfilment of
human potential.
• Client can overcome the disordered behaviour by
increasing their self- awareness.

33. Techniques of Counselling
4. Cognitive Approach
– Instead of focusing on actions (like in Behavioristic
Approach), cognitive theory examines how
people's thoughts/ thinking pattern about oneself,
the world and other people influence their
behavior.
5. Integrative Approach
– As the name suggests, integrative theory
synthesizes behavioral, cognitive, and humanistic
theories, among others.

34. Counselling Skills

35. Verbal and Non-Verbal
Communication
• The entire process of counselling depends on
the open and honest interaction between the
counsellor and client.
Components of Communication (Mehrabian,1972)
Communication Component Percentage Expressed
Gestures/ Expression 55%
Tone of the voice 38%
Words 7%
Total Communication 100%

36. Non-Verbal Communication in
Counselling
• Counsellors must be
• Skilful at observing and responding to non
verbal messages of clients.
• They must be aware of the impact of their
non verbal behaviour on the client during the
counselling process.

37. Modalities of Non-Verbal
Communication
• Gazda et al.(1991) have categorized non-
verbal communication in to three modalities
as an aid in developing awareness and
observation of non verbal communication
• Non -verbal communication using time
• Non- Verbal communication using the body
• Non- Verbal Communication using the environment

38. Non -verbal communication using time-
Chronemics
Non-Verbal behaviour Indicates the following
• Promptness or delay
in recognizing the
presence of another or
in responding to
his/her communication
Ignorance: No expressions on the face while
the client is expressing his or her concerns
Recognition: Responsive face breaking in to
a smile
• Amount of time
another is willing to
spend communicating
with a person
Willingness: warm smile and calm
expressions
Unwillingness: stiff/rigid/ stern facial
expressions
• Relative amount of
time spent on various
topics
Interest: if more time spent by counsellor in
discussing the concerns of the client
Lack of interest: if the counsellor seems to
be in hurry or is busy with his own tasks

39. Non- Verbal communication using the body-kinesics
Non-Verbal
Behaviour using
eye
Steady gaze Firmness and attention
Covering eyes with hand Avoidance
Using skin
perspiration Impatience or anger
Blushing Embarrassment
Using posture
Looking at floor, head down Shyness or embarrassment
Crossed legs Impatience or withdrawal
Using facial
expressions
Wrinkled forehead Worry or tension
Biting lip Nervousness
Self-inflicting
Gestures
Nail biting Nervousness or anxiety
Playing with button, hair, clothing Lack of attention, restlessness
Using signals or
commands
Pointing Accusing
Nodding head from left to right Disapproval

40. Non- Verbal Communication using the
environment
Distance
Distance widens gradually
Want to move
away
Moves away when the other
moves towards
Avoidance
Distance narrows gradually
Want to come
closer
Arrangement of physical
Setting
Untidy, haphazard Careless
Neat –well ordered Well organised
Clothing
Bold Confident
stylish Extravagant

41. Interpretation of Non- Verbal
Communication
• Provides counsellor with additional information
about the clients thoughts and feelings
• Non Verbal communication need to be viewed
simply as a clue to individuals underlying feelings
and motives rather than as a proof of them.
• The meaning of non-verbal communication also
varies among societies, and cultures and the
counsellor should be sensitive to these
differences.

42. Interpretation of Non- Verbal Communication
Counsellor:
Client:
Counsellor:
Client:
Counsellor:
Client:
By bringing the non-verbal communication to the client’s awareness, the
counsellor encouraged the client to share more important and personally
relevant unspoken feelings
“Are you aware that you break out in a rush every time we
discuss your relationship with your husband?”
“I suppose I just get terribly anxious when we discuss my
marriage because I feel guilty that I have wanted a relationship
with another man”
“How are you feeling today?”
“Oh, fine. Everything ‘s just fine”
“You didn't look as though you felt good as you walked in to the
office. You were holding your head down and staring at the floor
and now you seem to be avoiding my eye contact”
“Well, I guess it’s difficult for me to talk about how depressed I
feel”
Interaction:1
Interaction:2

43. The counsellor’s Non-Verbal Message
• Attending Behaviours
• Eye contact
• Maintain a good eye contact with the client
• Adopting an open posture
• Counsellor should avoid communicating a lack of
involvement through crossed leg and arm position
• Facing the person direclty
• The physical environment should allow counsellor and client
to face each other with out a table between them.
• A posture directly facing the client promotes involvement.
• Leaning Slightly forward
• Physical proximity is an indicator of involvement
• Assuming a natural and relaxed Position
• Counsellor should act as normal and relaxed as possible

44. Verbal Communication
• Some methods for communicating effectively with the clients
include
• Open-ended leads
• Open ended leads encourage clients to share their
concerns with the counsellor.
Open Questions:
How are you feeling about that?
What kinds of things make you feel sad?
Where would you like to begin today

45. Verbal Communication
• Listening
• It is the most important skill for effective counselling.
• The process of tuning in carefully to the client’s message
and responding accurately to the meaning behind the
message.
• Skills for restatement of content and reflection of feeling.
• It promotes within the client a feeling of being
understood.

46. Counsellors Verbal Messages
• Vocal messages give away tremendous clue about true
feelings
• Some of the variations in voice include:
• Volume, which could be loud or quiet
• Pace, which could be slow or fast
• Clarity ,which means pronunciation of words
• Pitch could be high or ,low or intense or relaxed

47. Verbal Listening
• Encouragers
• Short phrases and noises that we make to tell people
that we are listening, that we are interested , and that
we want them to continue.
• Eg: Uh-huh, I see, Mmm, Right, Yes etc.
• Echoing and Key word Repetition
• Echoing: Repeating the last few words spoken
• Keyword repetition: Picking out important keywords
and repeating them.

48. Echoing and Key word Repetition
“Last year’s Chennai conference was not worth the trouble.
The hotel was uncomfortable, the conference planners were
disorganised, and we sent several Sales-people leaving our
office sort staffed. However Ravi doesn't agree with me?”
Echoing
• Ravi doesn't agree with you?
Key word repetition
• The planners were disorganised?
Interaction

49. Verbal Listening
• Reflecting
• Reflecting is a way of showing understanding ,without
agreeing or disagreeing.
• It demonstrates empathy and unconditional positive
regard as well as listening.

50. Reflection of feeling
• In reflecting a client's feeling, the counsellor
listens carefully to the client’s statement and
responds by paraphrasing the content of the
message, by placing the emphasis on the
feeling the client expressed.
Client: “My mom and dad fight constantly. I never know what to
expect when dad comes home from work.”
Counsellor: “It must be pretty scary for you to live with such
uncertainty.”
Interaction

51. Reflection of feeling
Subordinate: (Looking downward) “ I have been asked
to apply for that next grade position which was
advertised . It looks interesting ( sounding
unconvinced). Apparently I have all the qualification
necessary. I ought to apply( Annoyed tone of voice)”
Reflecting
Manager: “ You sound as if you are some-what
reluctant about applying for this position, but I feel you
ought to because it was requested.”

52. Restatement of content
Paraphrase:
• The ability to restate the content of the client’s message.
Client: “ I am so sick of this company. I can hardly get up in the
morning to go to office.”
Counsellor: “You’ve just about reached your limits as far as your
job is concerned.”
Interaction

53. Reflecting vs Paraphrasing
• Reflecting:
• Reflecting plays back the total message
communicated to the counsellor( learned from
the client’s words, the sound of their voice, and
their body language)
• Paraphrasing:
• Paraphrasing plays back just the verbal part of the
client’s message
Assignment: benefits of active listening, benefits of reflecting for
managers( Listeners), benefits of reflecting for the speaker or
subordinate, Tips to enhance listening.

54. Silence or Passive Listening
• One of the basic skills within the counselling
process.
• Silence lets the client know that the
responsibility for the success of the session
lies on their shoulder.
• Clients need opportunities to explore their
feelings, attitudes, values and behaviour.

55. Summarisation of content/ feeling
and emotions
• Summarisation enables the counsellor to
condense and crystallize the essence of the
client’s statements.
• It can further client’s exploration and can also
serve as perception check for the counsellor.
• It helps the counsellor to respond to the
emotional component of the client’s experience.
• Paraphrase( preceding statement) Vs
Summarisation( covers the total session)

56. Listening Barriers
• Physical barriers( noise, frequent interruption,
uncomfortable seating & environment)
• Listening for what one wants to hear
• Personal assumptions, which affect interpretation
• Emotional reactions
• Thinking ahead
• Attitude of the listener
• State of health

57. Counsellor’s Qualities
Analytical ability To track and control the flow of information
Judgement To know when to stop
Patience To control one’s immediate reactions
Warmth To create safe atmosphere
Alertness To note non- verbal signals and discrepancies
Resilience To tolerate ambiguity and contradictions
Trustworthiness To refuse to gossip
Restraint To control the urge to talk about oneself
Concentration To hear what is implied/ or said openly

58. Counsellor’s Qualities
Training To supplement common-sense
Self-confidence To allow client to be in charge sometimes
Courage To confront when necessary
Coolness To know when to reassure, sympathise and
when not
Firmness To stop the client focusing responsibility on
outside sources
Integrity To refrain from abusing authority
Creativity To shift focus to solutions
Sensitivity To connect with others feeling

59. Counsellor Qualities
• Tolerance
• Counsellors need to tolerate the behaviour of the client
if it doesn't fit in to counsellors own pattern of
thoughts or beliefs.
• Self-Knowledge
• Interest
• Liking people

60. The core conditions of Counselling
• Empathy
• The ability to understand and share the feelings of
another.
• Usually involves
• Perceiving
• Communicating
• Positive regard
• Caring for the client for no other reason than the fact
that he or she is human and therefore worthy.

61. The core conditions of Counselling
• Genuineness
• Characteristics of transparency, realness or authenticity
• A genuine counsellor behaves in ways that are
congruent with his or her self concept and thus
consistent across time.
• Concreteness
• Is the degree that the counsellor identifies and
responds to important problems of the client, while
choosing not to respond to small talk, excessive story
telling by the client.

62. Module-1
Module 1: Introduction to Counselling
Meaning, Functions and Type of Counselling,
Goals of Counselling Emergence and Growth of
Counselling Services; Approaches to counselling,
,Counselling Skills, Verbal & Non- Verbal
communication, Listening Barriers, Counsellor
Qualities

63. Assignment-1
• Define Counselling
• Explain the types of Counselling
• Explain the goals of counselling
• Explain the approaches in counselling./
Explain the various counselling Techniques
• Explain the verbal and non verbal skills
required for counsellor